Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: Defining 'Financial Difficulties'
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    • Defining Financial Difficulties
    • Indicators of Financial Difficulties
    • Quick Quiz - Financial Difficulties - The Basics
  • 03
    Chapter 2: People in Financial Difficulties
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    • Who experiences financial difficulties?
    • Scenario - Elinor's experience
    • Why it is beneficial to help
  • 04
    Chapter 3: Practical Identification of Financial Difficulties
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    • How to identify customers in financial difficulties
    • The Importance of Soft Skills
    • Active Listening
    • Questioning Skills
    • Test your questioning skills!
  • 05
    Chapter 4: FCA Rules and Requirements
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    • Forbearance
    • Arrears, default and recovery rules
    • FCA Rules - Summary
  • 06
    Chapter 5: Contact and Engagement
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    • Engaging the customer
    • Maintaining Engagement
  • 07
    Chapter 6: Support Options
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    • Support Options - An Overview
    • Support Options - Overdraft repeat use and credit cards
    • Support Options - Signposting
    • Choosing appropriate options
    • Download - Support signposting
  • 08
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training